Employment Insurance Monitoring and Assessment Report 2014/2015 Annex 4 - Key program administrative data and results
Annex 4.1 Service Delivery1
In-person EI Requests2
Service Canada Web Site Visits3
Web Site Visits that Included the EI Index Page4
My Service Canada Account Logins5
Points of Service for EI Program Delivery6
% Change
(in millions)
% Change
(in millions)
% Change
(in millions)
% Change
(in millions)
% Change
(number)
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/127
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
Region
Atlantic
-25.0
0.6
0.8
0.8
1.0
0.9
-2.5
7.7
7.9
8.0
8.6
n/a
-21.4
0.5
0.6
0.8
0.9
n/a
n/a
n/a
n/a
n/a
n/a
n/a
-2.3
84
86
88
88
91
Quebec
-11.7
1.1
1.2
1.3
1.6
1.4
+3.6
20.4
19.7
19.4
18.9
n/a
+7.6
0.9
0.8
2.3
2.4
n/a
n/a
n/a
n/a
n/a
n/a
n/a
-2.1
95
97
107
117
115
Ontario
-11.5
1.2
1.3
1.4
1.6
1.7
-1.7
28.2
28.7
29.0
28.7
n/a
-16.1
1.8
2.1
3.0
2.8
n/a
n/a
n/a
n/a
n/a
n/a
n/a
-7.0
172
185
197
198
202
Western
-1.7
1.2
1.2
1.3
1.5
1.6
+3.7
22.6
21.8
20.7
20.9
n/a
-9.5
1.4
1.5
2.1
2.2
n/a
n/a
n/a
n/a
n/a
n/a
n/a
-3.8
205
213
216
222
225
NATIONAL
-12.6
4.0
4.6
4.9
5.7
5.7
+1.0
78.9
78.1
77.1
77.2
67.0
-10.9
4.6
5.2
8.2
8.3
n/a
+7.5
22.8
21.2
18.9
23.4
15.9
-4.3
556
581
608
625
633
Source: EI administrative data.
1 Discrepancies between totals and the sum of regional values may be due to rounding.
2 These values could reflect multiple requests by the same client. Statistics include clients assisted face to face and those serving themselves at a Client Access Work Station (CAWS) computer.
3 Regional breakdowns for Service Canada web site visits were not available prior to 2011-2012, as the data capturing tool in previous years was not able to track visits at the regional level. In 2011, Service Canada replaced the old data capturing tool.
4 Represents the number of websites visits for general EI information. The total value assumes no cross-over between English and French pages. Regional breakdowns are estimates based on samples of approximately 500,000 page requests per month. These statistics were not available prior to 2011/12.
5 Regional breakdowns for MSCA logins are not available. The data tracking system used for MSCA is a secure information portal; hence, Service Canada does not track personal identifying client information through this portal. Personal identifying client information would be needed in order to capture regional data.
6 "The values represent existing points of service as of March 31st for each fiscal year. Points of service include Service Canada Centres, Schedule Outreach sites and Service Canada Community Offices."
7 The national total for 2011/12 Service Canada Web Site Visits was revised since the release of the 2012/13 Employment Insurance Monitoring and Assessment report.
Annex 4.2 Call Centres
Enquiries Resolved via EI Interactive Voice Response System1
Calls Answered (EI Specialized Call Centres)1
First Contact Resolution - EI Specialized Call Centres1,2
1 800 O-Canada EI-Related Calls3
First Call Resolution4 - 1 800 O-Canada EI-Related Calls
% Change
(in millions)
% Change
(in thousands)
% Change
(%)
% Change
(in thousands)
% Change
(%)
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
Region
Atlantic
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
-12.1
53
60
57
57
29
-18.5
8.8
10.8
13.6
9.9
12.1
Quebec
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
-4.1
134
140
152
183
105
-21.7
9.0
11.5
13.7
8.9
13.6
Ontario
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
-4.8
185
195
176
171
130
-24.6
9.2
12.2
13.9
11.3
10.3
Western
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
-3.2
179
185
163
165
103
-21.3
9.6
12.2
14.0
10.6
12.6
NATIONAL
-9.1
20.0
22.0
22.6
29.0
28.7
-9.0
3,789
4,166
4,364
5,290
6,803
1.9
82.6
80.7
84.4
n/a
n/a
-4.9
552
580
548
576
366
-22.7
9.2
11.9
19.4
10.2
12.0
Source: EI administrative data.
1 Regional breakdowns for Enquiries Resolved via the EI Interactive Voice Response Systems and Calls Answered in the EI Specialized Call Centres are not available as calls are distributed across the call centre network based on availability of resources in individual sites and not where the call originates from.
2 The first contact resolution metric was not fully implemented until 2012/13. It was introduced partway through 2011/12. As a result, the metric for that year is not fully comparable to those for subsequent years.
3 Data includes calls from within Canada only.
4
EI Related Calls received on 1 800 O-Canada are based on program activities (enquiries) and more than one program activity may apply to a call. First Call Resolution was derived from program activity statistics that indicated only program information was provided to a caller to satisfy an EI related enquiry and a referral to the program was not required. While one enquiry may have been resolved at first contact, a caller may still have additional enquiries related to EI or other Government of Canada programs and services.
Annex 4.3 Mobile Outreach Services
All EI Information Sessions - Citizens
Workers Facing Mass Layoffs Reached
Employers Reached
Work Sharing Sessions
% Change
(number)
% Change
(number)
% Change
(number)
% Change
(number)
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
Region
Atlantic
+4.4
119
114
209
219
254
+9.7
1,095
998
1,382
689
1,054
-64.9
47
134
154
298
351
-4.3
22
23
20
15
10
Quebec
+37.9
586
425
461
582
849
+23.0
6,972
5,668
6,331
7,509
11,710
-42.1
272
470
771
1,822
35,158
+37.8
299
217
192
226
270
Ontario
-38.6
632
1,029
1,003
1,021
963
+5.7
6,637
6,277
6,621
5,267
3,773
-30.9
496
718
962
2,144
4,291
+61.1
145
90
82
129
96
Western
+39.6
282
202
318
306
413
+45.1
3,202
2,207
2,598
2,160
2,309
-43.6
136
241
594
421
595
-37.5
15
24
17
35
47
NATIONAL
-8.5
1,619
1,770
1,991
2,128
2,479
+18.2
17,906
15,150
16,932
15,625
18,846
-39.2
951
1,563
2,481
4,685
40,395
+35.9
481
354
311
405
423
Source: EI administrative data.
Annex 4.4Electronic Records of Employment (eROEs)
New ROE Web Registrations
ROEs Submitted Electronically by Employers1
% Distribution of Paper ROEs vs. Electronic ROEs by Region2
% Change3
(number)
% Change4
(number)
Year Over Year Comparison5
(%)
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14-2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14-2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14-2014/15
eROEs
Paper
eROEs
Paper
eROEs
Paper
eROEs
Paper
eROEs
Paper
Region
Atlantic
-32.7
3,023
4,492
2,924
3,095
3,121
14.2
469,708
411,159
378,528
359,101
321,480
7.3
71.9
28.1
64.6
35.4
59.1
40.9
55.5
44.5
50.0
50.0
Quebec
-42.9
7,928
13,883
10,404
9,727
10,990
8.6
1,860,226
1,712,712
1,532,848
1,427,301
1,252,792
7.7
78.5
21.5
70.8
29.2
64.8
35.2
61.2
38.8
55.6
44.4
Ontario
-31.4
11,924
17,371
11,749
18,918
19,082
8.7
2,570,846
2,365,836
2,232,140
2,161,339
1,860,450
4.8
80.6
19.4
75.8
24.2
70.5
29.5
66.4
33.6
60.6
39.4
Western
-26.9
14,304
19,575
13,853
13,278
8,563
8.1
2,278,175
2,107,413
1,973,827
1,812,232
1,575,802
5.5
84.2
15.8
78.7
21.3
75.3
24.7
71.3
28.7
65.2
34.8
Total6
-33.0
37,224
55,521
39,000
45,097
41,809
9.1
7,490,971
6,868,995
6,247,235
5,904,097
5,150,249
5.2
80.2
19.8
75.0
25.0
69.7
30.3
65.8
34.2
60.0
40.0
Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS)
1 Electronic Record of Employment (eROEs) consist of Web eROEs and Secure Automated Transfer (SAT) eROEs.
2 eROE and paper distribution by region based on postal code and on telephone area code.
3 Significant % change in the number of new ROE web registrations due to a change in methodology. In 2013/14 new web registrations were counted using the business number whereas in 2014/15 the organization ID was used.
4 Significant % change in volumes of eROEs issued in each region are due to the manner in which eROEs' regions are established beginning in November 2013. Prior to the launch of My Service Canada Business Account (MSCBA)-ROE Web Online Registration in November 2013, eROE distribution by region was based on postal code/area code of the Parent Business Numbers. With the implementation of MSCBA, business number locations are established based on CRA's PAYDAC data.
5 This figure represents the percentage point increase over the percentage of ROEs submitted electronically the previous fiscal year.
6 Some employers are located in the United States but have employees in Canada. This leads to small variances in the totals, as their data are not captured in the regional breakdowns.
Annex 4.51
EI Claims Processing
EI Claims Processed
Payment Accuracy Rates2, 3
Processing Accuracy Rates4
Speed of Payment
% Change
(number)
% Change
(%)
% Change
(%)
% Point Change
(%)
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
Region
Atlantic
1.2
367,670
363,173
367,938
385,658
385,114
n/a
n/a
n/a
n/a
n/a
n/a
-2.4
94.7
97.0
94.7
90.8
94.9
2.9
75.9
73.0
77.5
73.7
85.2
Quebec
0.5
816,579
812,714
829,635
839,999
847,166
n/a
n/a
n/a
n/a
n/a
n/a
1.9
94.4
92.6
91.5
90.5
93.2
0.8
79.0
78.2
82.4
71.3
84.1
Ontario
1.4
903,317
891,160
876,935
914,101
911,555
n/a
n/a
n/a
n/a
n/a
n/a
1.0
82.6
81.8
80.5
80.6
84.4
2.1
69.9
67.8
70.6
71.1
83.9
Western
7.4
751,325
699,424
694,316
717,352
758,560
n/a
n/a
n/a
n/a
n/a
n/a
1.4
85.3
84.1
84.3
84.9
86.3
7.0
65.9
58.9
68.4
69.5
83.1
NATIONAL
2.6
2,838,891
2,766,471
2,768,824
2,857,110
2,902,395
0.1
95.5
95.4
94.1
95.2
94.0
0.7
88.5
87.9
86.9
85.9
88.8
3.0
72.3
69.3
74.5
71.1
83.9
Source: EI administrative data.
1 Annex 4.5 previously reported on Claimants Receiving Benefits through Direct Deposit. This section is now included in Annex 4.6.
2 The EI Payment Accuracy Review (EI
PAAR) program cannot provide results at a regional level as the sample size (a random sample of 500 EI claims per year) is insufficient to provide statistically valid results. Results are only available at a national level with a level of confidence of 95% and a margin of error of ±5%. Source: ESDC
3 For analysis of the Payment Accuracy Rate by source, please refer to section 4. Quality: 4.1.1 EI Payment Accuracy Review of Chapter 4, Program Administration for more info.
4 Prior to fiscal year 2010/11, results were presented by province, not by region.
Annex 4.6 Electronic Services
Applications Submitted Online
Partially or Fully Automated Claims
Claimants Receiving Benefits through Direct Deposit1
% Point Change
(%)
% Point Change
(%)
% Point Change
(%)
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
Region
Atlantic
-0.1
98.7
98.8
98.8
98.5
98.3
0.0
73.6
73.6
74.1
66.8
65.8
1.7
93.8
92.1
90.3
88.0
81.8
Quebec
0.1
98.0
97.9
97.9
97.7
97.2
0.2
68.4
68.2
65.6
60.5
59.1
1.0
94.6
93.6
92.7
91.2
86.5
Ontario
0.0
98.5
98.5
98.4
97.9
96.2
1.2
67.5
66.3
65.5
59.0
56.7
1.4
93.3
91.9
90.8
88.5
82.6
Western
0.1
98.6
98.5
98.6
98.1
97.7
2.3
62.4
60.1
61.6
55.8
53.9
1.1
92.1
91.0
89.6
88.0
82.1
NATIONAL
0.0
98.4
98.4
98.4
98.0
97.2
1.0
67.2
66.2
65.7
59.7
57.9
1.3
93.4
92.1
90.9
88.9
83.2
Source: EI administrative data.
1 Prior to the 2013/14 Monitoring and Assessment Report, this information was reported under Annex 4.5.
Annex 4.7 Integrity Operations
Investigations Completed
Value of Overpayments Imposed
Value of Penalties Imposed
Total Savings
% Change
(number)
% Change
($ millions)
% Change
($ millions)
% Change
($ millions)
2013/14–2014/15
2014/15
2013/14
2012/132
2011/12
2010/11
2009/10
2013/14–2014/15
2014/15
2013/14
2012/133
2011/12
2010/11
2009/10
2013/14–2014/15
2014/15
2013/14
2012/134
2011/12
2010/11
2009/10
2013/14–2014/15
2014/15
2013/14
2012/13
2011/12
2010/11
2009/10
Region
NIS
1
9.6
32,289
29,464
32,510
38,584
36,200
36,325
77.4
15.9
9.0
11.2
13.3
11.4
11.5
110.0
4.9
2.3
3.7
4.1
2.7
2.8
56.6
35.4
22.6
28.6
30.9
24.4
24.9
Atlantic
-7.2
27,342
29,452
44,569
49,162
79,732
87,312
-30.7
13.9
20.0
23.6
20.4
22.2
18.4
0.0
5.3
5.3
7.8
6.6
6.4
5.1
-10.0
39.5
43.9
52.9
49.5
58.6
64.4
Quebec
-4.1
62,503
65,148
80,868
90,988
142,698
174,213
-7.8
39.9
43.2
54.7
38.8
41.8
46.6
-6.6
11.1
11.9
14.4
12.2
11.5
12.5
-4.6
100.2
105.0
121.6
98.3
114.6
124.4
Ontario
2.3
66,643
65,152
95,657
103,658
143,293
150,205
-33.0
30.1
44.9
59.0
45.7
53.7
42.7
-38.5
6.9
11.2
13.9
12.6
13.3
9.4
-11.1
87.0
97.9
120.4
107.8
125.7
113.0
Western
-22.9
77,466
100,471
83,932
84,661
103,700
104,619
-29.2
28.7
40.6
39.8
31.7
43.3
38.6
-13.1
8.3
9.5
10.5
8.3
10.3
7.5
-21.9
88.7
113.6
115.0
99.1
130.2
112.5
NATIONAL
-8.1
266,243
289,687
337,536
367,053
505,623
552,674
-18.5
128.5
157.7
188.3
150.0
172.4
157.7
-9.1
36.4
40.1
50.3
43.8
44.1
37.3
-8.4
350.8
383.0
438.5
385.6
453.5
439.2
Source: EI administrative data.
1 National Investigative Services (NIS)
2, 3, 4 Figures reported for 2012/13 were incorrect, the table reflects the revised figures for 2012/13.